Kristie Robinson
Monroe,LA
Summary
With a proven track record at the Social Security Administration, I excel in operations management and leadership, enhancing team productivity and operational efficiency. My strategic planning and interpersonal communication skills have driven significant improvements, fostering a positive work environment and achieving key performance targets. I am passionate about engaging employees and thrive on creating a work environment based on inclusivity, productivity and mutual respect, all while promoting work-life balance.
Overview
14
14
years of professional experience
Work History
District Manager
Social Security Administration (SSA)
Monroe, LA
03.2024 - Current
- Manage and lead (36) employees in two offices enforcing high-quality standards of operation.
- Ensure compliance with agency policies and procedures as well as federal regulations by conducting regular audits of operational practices, program security and physical security at each location within the district.
- Boost employee morale by creating a positive work environment that encourages teamwork, collaboration, professional growth opportunities and work-life balance.
- Approve all purchasing in the district following agency acquisition policies, complete budget tracker reports and educate purchasers about business purchasing agreements and acquisition alerts.
- Serve as the district’s expert on all performance management related assignments. Provide recommendations for performance discussion and appraisal write-ups prepared by Operation Supervisors.
- Allocated award funds to employees for various awards and provided written award justifications.
- Lead hiring process including reviewing resumes, conducting initial interviews, making final selections, completing various onboarding activities, training and employee engagement. I have assisted other offices outside my district with the hiring process.
- Mentor the newly promoted Level 2 District Manager.
- Due to government hiring freeze, I am acting in a dual role, completing many assistant district manager responsibilities in addition to managing both offices in the district.
Assistant District Manager
Social Security Administration (SSA)
Monroe, LA
12.2015 - 03.2024
- Managed (34) employees within the district, ensuring consistent adherence to agency policies and ensured operational supervisors maintained day-to-day operations to meet performance, quality and service expectations.
- Focused on staff development through mentorship training and targeted coaching sessions, resulting in improved individual and team performance metrics.
- Participated in employee recruitment, hiring, and onboarding processes and monitor credentialing and biometric renewals for both offices in the district.
- Increased employee satisfaction by fostering a supportive work environment focused on teamwork, open communication and work-life balance.
- Collaborated with other District Managers to share best practices and drive overall agency success.
- Influenced positive change throughout the organization by consistently displaying profound leadership abilities, flexibility and resilience.
- Assisted in annual budget planning for the district, contributing to financial stability.
- Organized monthly and quarterly performance reviews for the office and assisted the manager with these reviews in the Level 2 office in the district.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored daily operations.
- Improved staffing during busy periods by creating employee schedules and monitoring daily assignments.
- Resolved labor relations issues and interacted with the local union to resolve employee concerns.
- Assigned to the Representative Cadre Team to assist outside contractors when deficiencies are found during Organizational Payee Reviews.
- Liaison for local prisons, non-profit organizations and state agencies, large institutional payees, and authorized attorney/non-attorney representatives in the district’s servicing area; frequently resolving issues for them or their claimants and facilitating training for their staff.
- Served as congressional inquiry lead researching inquiries, providing written and oral responses and inputting inquiries in the Congressional Intake System.
- Demonstrated resiliency and tenacity when recommending revisions in the office’s staffing and workload patterns brought on by COVID-19 and changes in SSA’s Telework Policy.
- Helped troubleshoot employee computer or software problems and soft phone issues. Worked with a national team to pinpoint systems issues by testing data failover during disasters.
- Served as Health and Safety Coordinator by completing annual building audit, completing reports when incidents/accidents occurred on SsA property, and reported building maintenance issues to lessor for resolution.
Employee Engagement Analyst
SSA-Office of Inspector General
Monroe, LA
04.2023 - 12.2023
- Collaborated with cross-functional teams to implement a 12-month new employee onboarding program for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing a comprehensive automated new employee onboarding tracker.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports to SSA OIG’s Inspector General, Chief Operating Officer and Division Directors.
- Conducted independent analysis and provided new employee onboarding information, guidance and support to managers in OIG’s eight components serving over 500 employees.
- Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
- Developed comprehensive training materials for new employees, improving onboarding efficiency.
- Educated new hires on organizational mission and goals to help employees achieve success.
- Assisted OIG in establishing additional teams, including Performance Management and Awards, Training and Professional Development, and Diversity, Equity, Inclusion and Accessibility Teams.
Operations Supervisor
Social Security Administration (SSA)
Monroe, LA
08.2011 - 12.2015
- Supervised daily operations of (34) employees for optimal performance, ensuring excellent customer service, smooth workflows processes and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the teams.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Contributed to long-term strategic planning discussions within the leadership team to help shape future direction for the district field offices.
- Achieved cost savings through diligent budget management as a purchaser.
- Improved operational efficiency by streamlining processes and implementing time-saving strategies.
- Reduced employee turnover by fostering a positive work environment and addressing employee concerns.
- Developed and implemented training program for new hires, accelerating their time to full productivity.
- Fostered culture of continuous improvement, leading to enhanced operational workflows and employee satisfaction.
- Improved customer satisfaction through application of superior conflict resolution and problem-solving skills.
- Completed bi-weekly payroll for 34 employees.
- Oversaw appointment scheduling and itinerary coordination for both claimants and staff.
- Facilitated Icebreakers/Team Building activities and trainings on Employee Assistance Programs and Equal Employment Opportunities/Alternative Dispute Resolution processes to managers in the Louisiana/Texas geographic area.
Education
Bachelor Of Arts - Social Work/Sociology
University of Louisiana At Monroe
Monroe, LA12.1998
Skills
- Leadership development
- Strategic planning
- Training, mentoring and coaching
- Attention to detail
- Operations management
- Financial management
- Team building
- Decision-making
- Interpersonal communication
- Conflict management
Accomplishments
SSA - Time Off Award
2024 High Level Performance as District Manager
SSA - Individual Performance Award
2024 High Level Performance as Assistant District Manager
SSA-OIG - Inspector General Honor Award
2023 Recognition of Service Delivery Optimization (OIG’s Highest Honor Award)
SSA - Regional Anti-Fraud Award
Timeline
District Manager
Social Security Administration (SSA)
03.2024 - Current
Employee Engagement Analyst
SSA-Office of Inspector General
04.2023 - 12.2023
Assistant District Manager
Social Security Administration (SSA)
12.2015 - 03.2024
Operations Supervisor
Social Security Administration (SSA)
08.2011 - 12.2015
Bachelor Of Arts - Social Work/Sociology
University of Louisiana At Monroe